My favourite moment of the project was when I was sitting at the operator’s post quietly (it was the condition to let me in), and the operators are like “if you have questions, just ask!”. And so I started asking. That’s where I’ve learned why the keyboard is almost never used. Otherwise I wouldn’t have come up with the Fitts-law-optimised search bar on the left.

Also, when I asked what irritated the most in the existing program, everyone said: “it’s fine”. But when I gave examples of possible improvements, they said: “wow, can this be done?”.

Very interesting project. A whole book on user interface can be written just on the examples from this one. Read a more detailed description.